Win The Game

image: https://pixabay.com/photos/play-stone-multicoloured-smilies-1744790/

It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win?

You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money.

Not to put too fine a point on it but that's a lousy point.

What if there could be something better?

What if customer service excellence became playing a game where the customer always wins and that makes you happy?

You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you.

-- doug smith

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What to Blame

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